Irregularities and what seems like ***** - COVID RELIEF LOAN

THIS IS NOW MY 4TH COMPLAINT AND ATTEMPT TO HAVE FNB CONTACT ME! NO REPLIES AND NO RESOLUTION:

See my below complaint (which has also been sent to every single FNB contact online, in regards to complaints and issues in regards to irregularities)

I will now, after the next 48 hrs have everything I need to compile and deliver a complaint to the ombudsman (OBS) and I will report the case to the National Credit Regulator (NCR)

I have, ON MULTIPLE OCASSIONS, laid complaints via FNB,FNB banking app chat, Hellopeter and calls in regards to the COVID RELIEF LOAN I have.

I’m now taking the final steps before going to the ombudsman and newspapers.

I asked the 1st lady – Why R22,5K+- when FNB will only cover my FNB debt for 3 months (just over R10K) I was told that the R22K will be split amongst everything over the 3 months – i.e. they will effective pay close to R7500 into my credit card,over R9000 into my overdraft and the rest into my device and law policy, thus the R22,5K+- - - - Turns out this was not the case (btw, ref for this call/complaint - - ***

So I got onto the app and chatted to a VERY RUDE person, who didn’t know what’s going on, as in his or her words, It’s still new and FNB is still figuring out all the kinks in the COVID RELIEF LOAN system (this after people have signed documents!)

I then laid another HELLOPETER complaint, seeing that the app chat and calling does nothing but put me through to *********** staff, who know NOTHING about the details of the loan and thumb suck facts and deduce what FNB ‘might do’ according the amount that FNB ‘paid themselves’ (you didn’t pay it to me) in order to administer payments of ONLY their debts on my behalf.

Then a gentleman ( a Keegan Dollie – Retail Banking, Johannesburg) phoned me,in response to my complaint on the 11th of May (***) and I told him what I was told previously, by multiple other staff at FNB. He then gave me a DIFFERENT explanation on why FNB is doing what their doing and deviating from what the PREVIOUS person told me. I refused to just take his word for his explanation and requested an email response, so that I have proof. My main complaint was the same – FNB is ‘Paying out’ R22,5K but my FNB debt over 3 months will ONLY result in R10-12K worth of debits, so what happens with the surplus/leftover of the full amount of R22,5K +- AND why will I be making repayments based on a loan of R22,5K+- as I should surely make repayments based on the amount used over the 3 months, i.e. +- R12K - - So not paying over R400 a month (based on R22,5K+-) but a lower amount based on the ACTUAL amount used.

KEEGAN DOLLIE CONFIRMED THIS IN AN EMAIL, TELLING ME THAT MY MONTHLY PAYMENT AMOUNT WILL BE BASED ON MY AMOUNT USED OVER THE 3 MONTHS (NOTE AGAIN – THE CONTRACT I SIGNED WITH FNB STATES THAT THE LOAN WILL ONLY COVRE THREE MONTHS WORTH OF FNB DEBITS)

Attached you’ll find a copy of his mail to me in PDF FORMAT.

SINCE THE LOAN TERM HAS ENDED – THREE MONTHS – I have gone into my Covid Relief Loan account and see that FNB is still saying that I owe them the same amount per month, as if I used up the entire R22,5K+-, and require a payment of over R400 by the end of August – FNB DID NOT RECALCULATE MY MONTHLY PAYMENTS AS I WAS INFORMED by KEEGAN

Since my first of THREE complaints in AUGUST, I see FNB has done something else on the account - - So FNB at the end of the 3 months repaid the rest of the money back to themselves and then They have changed the amount from what I actually used,to the FULL amount they’ve paid out.

HERE IS THE ISSUE – FNB IS MAKING IT OUT AS IF THEY USED THE ENTIRE R22,5K+- and is charging me interest on that amount, PLUS repayments calculated on that FULL AMOUNT OVER 60+ months.

I maintain that if you are charging me a monthly repayment amount based on the FULL loan amount AND I only used less that 50% of it, that you need to recalculate my monthly repayments OR pay out the remainder to me and then that entitles you to charging me for the entire loan amount.

HOWEVER THIS IS NOT BEING DONE – SO,IN MY OPINION, THIS IS ***** - as you are charging me monthly repayments and interest on an amount I didn’t use AND PAID OVER THE REMAINING AMOUNT BACK OVER TO FNB.

I have tried to engage with FNB over 3 complaints in AUGUST ALONE, to try and get responses. 4 August – *** - Promised a call in 24HRS – told the complaint is HIGH PRIORITY – Received NOTHING 7 August - *** - Promised a call in 24HRS – told the complaint is HIGH PRIORITY – Received NOTHING 11 August – *** - Promised a call in 24HRS – told the complaint is HIGH PRIORITY – Received NOTHING

I have tried to call and I’m kept on the line, OR the calls don’t go through.

I have tried to engage with KEEGAN DOLLIE as per the number I was given by him – to no avail. I have resolved to inform him in an angryvemail as to my current path taken, in order to resolve the matter, both possibly legally and in the court of public opinion - - No reply or call from him.

To date - - I have receive no reply,other than an computer generated one, for each of my complaints, only giving me ref numbers and promises that it is being investigated and that I will receive a call within 24hrs.

NINE DAYS – 3 different updated complaints – NO CALLS,FEEDBACK,FOLLOW UPS or emails.

This is my final attempt and then I will take it further.

I will purposefully make sure that the account where the Covid Loan repayment will be debited from, will be empty, as I’m NOT paying for an amount that I didn’t fully use.

From here, if FNB resorts to ignore me still, I will go the legal and ombudsman route and then to the ‘ court of public opinion’ as I can guarantee that there are MANY people with the same complaints – I will make sure we combine our efforts.

I will give you the amount of time I was promised TIME AND TIME AGAIN by FNB, to contact me – 24hrs MAX, before I take the next step.